Customer Service Sales

Joe Cervola

** ******* ****** ******, ** *****

716-***-**** acqsq8@r.postjobfree.com

Professional Summary

Passionately committed sales and operations management leader with 15+ years experience improving productivity and exceeding corporate revenue goals. Expertise includes diversity in client relationships, territory expansion, operations, project management, sales, inventory control, and recruitment. A strong balance of managing client relations, fraud prevention, quality control, and customer service experience that enables success in high-risk, high-pressure situations. A successful record of recruiting, hiring, training, and coaching staff members and preparing them for career advancement. Equally devoted to financial and administrative improvements, with a demonstrated record of elevating organizational needs and exceeding executive management expectations. Versatile leader able to adjust style and processes to suit employees’ motivational needs and clients’ satisfaction. Long-term record of successfully creating, developing and managing sales, quality control, and vendor relations.

Professional Experience

M&T Bank 2013 – Present

Vice President – Vendor Management

Ensure that all due diligence is conducted on all Customer Asset Management (CAM) vendors as directed by bank-wide vendor risk

management requirements. Develop vendor scorecards with business units and monitor annually against contract requirements to manage expenses, compare vendors based on risk level, analyze contracts and review pricing. Conduct annual onsite and desktop audits on high risk vendors. Review monthly call monitoring and complaint reporting to ensure vendors are compliant and service expectations are met. Participate and manage CAM projects as required and assigned. Work directly with Business Controls to develop ongoing procedures for CAM pertaining to vendor and business unit relationships.

Bank of America 2009 – 2013 Vice President – Quality Assurance

Manage a team of analysts charged with overseeing the quality component of the bank’s servicing channel. Recruited, hired and trained a team of 19 associates in various pilot initiatives responsible for preserving customer home ownership. While in full production mode the team averaged approximately 5000 audits per month which includes the monitoring of customer relationship managers, process support specialists, and bankruptcy associates. In addition to leading the team to daily production metrics, conducted bi-weekly town hall type meetings with our business partners as well as senior leadership. Successfully hit production commitments every month while also hitting exceptional overall percentages in monthly dispute percentages and accuracy reporting.

Wells Fargo 2006 – 2008

Subprime Loan Supervisor

Responsible for directing and managing the sales activities of a group of residential Home Mortgage Consultants. Also, responsible for producing high quality loans that meet Wells Fargo Home Mortgage guidelines by building relationships with realtors, builders, financial planners, banking centers, current and past customers, and other nontraditional sources while providing exceptional customer service.

Duties also included being knowledgeable of company products, policies, procedures and underwriting requirements. Established a team wide understanding of real estate appraisals, title reports, and real estate transactions. Informed prospective and existing customers of all company programs, rates, policies, underwriting requirements, and loan procedures. Closely analyzed detailed financial and credit data, matching customer needs with an appropriate loan program and level of risk. Developed and maintained a high degree of visibility within the marketplace and recruited and trained Mortgage Loan Officers.

Citizens Bank 2006

Senior Loan Officer

Responsible for setting and meeting monthly production goals through the generation of high quality loans. Analyzed and evaluated applicants needs and originated and packaged loans to best meet the borrower’s expectations. Ranked in the top 5% nationally based on monthly production and loan volume. Built and strengthened relationships with individual banking center in order to develop a strong referral network of sources such as realtors, agents, brokers, financial planners, and bank customers. Conducted cold calls on perspective customers and maintained and developed business relationships with existing customers.

Aegis/UC Lending

Branch Manager Amherst NY 2005 – 2006

Orchard Park NY 1999 – 2002

Successfully managed all functions and staff of regional branch. Accountable for maximizing branch revenues, sales, customer satisfaction, branch staffing, and maximizing profitability Deployed necessary resources to optimize individual and team performance. Responsible for branch compliance with bank policies, procedures, and operational integrity. Prioritized, managed, and communicated promotional campaigns and product initiatives. Created, and managed to branch business plan and also represented the company in local community functions. Conducted performance reviews for all staff members and coached and trained staff as needed.

Top 5 branch in overall profitability in 2000 and 2001. Ranked as the number 3 Branch Manager in 2000 out of over 350 offices nationwide based on branch closing percentages, profitability, volume, and monthly closing figures.

Chosen by Senior Vice President as Region 2 Branch Manager of the Year in 2000.

Novastar Home Mortgage 2002 – 2005

Mortgage Supervisor

Originated purchase and refinance transactions for loan applicants. Assessed on a case by case basis an applicants eligibility to borrow money based on their specific needs. Efficiently completed and expedited all paperwork and gathered all supporting documentation to help assist in getting loan packages approved for closing. Scheduled appraisals, ordered titles, and set loan closing upon final approval from the lending institutions. Trained, coached, and mentored new hires.

United Companies Lending 1996 - 1999

Mortgage Loan Officer

Developed and maintained successful relationships with business referral sources and existing customers. Utilized corporate training materials, reference tools and other resources to provide accurate loan program and policy information to both external customers and internal business partners. Ensured exceptional customer experience by overseeing loan process from origination to final closing and provided on-going communication to customers and business partners throughout the entire process. Ranked as the number 2 Loan Officer in the Northwest Region in total units closed (78) and total loan volume (3.5 million) in 1998. Awarded Loan Officer of the Year in 1998 based on closing percentages, loan volume, and sales activities.

Education

Brockport State, Brockport NY 1993

Bachelor of Science: Criminal Justice

Hilbert College, Hamburg NY

Associate in Arts: Criminal Justice 1991

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